Job Description

Job Purpose:

As a key member of the store leadership team, the Lead - Experience is responsible for creating highly engaging customer journeys, helping cement Canada Goose as a luxury performance lifestyle brand.  You embody Canadian Warmth, demonstrating expertise in every recommendation and conveying warmth in each interaction, bringing the guest journey to life. You are the ultimate champion for best-in-class service and are passionate about leading the selling floor. You provide in the moment feedback to the team, always ensuring an elevated customer experience. You promote a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business. You are a steward of Canada Goose’s values and culture.

What You'll Do:

Deliver and model a superior customer service journey reflective of Canadian Warmth resulting in exceptional customer experiences; track, report and measure relevant key performance indicators (KPIs).

Guide, coach, and demonstrate service and selling behaviours that drive relevant KPIs, reflect a luxury culture and help each team member become a highly accountable and effective brand representative.

Address customer issues and coach the team on resolutions.

Lead a culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.

Support a culture of talent development and ongoing education for the store team.

Maintain an inclusive and diverse working environment.

Lead, implement, and follow up on all educational initiatives and strategies.

Actively mentor and develop team members to improve performance and cultivate growth.

Inspire and support an outstanding employee experience and drive Employee Engagement.

Maintain an open-door environment that encourages feedback and discourse.

Support the store management team in recruitment efforts aimed at building an external network of talent.

Coach, and ensure consistent use of strategic tools including communications platform, payroll management, queue management, learning management, virtual appointment platform etc.

Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.

Achieve or exceed sales targets including both the top and bottom-line results.

Continuously analyze key performance indicators and support action plans that drive performance.

Partner with store management to ensure the store has adequate resources to achieve and exceed performance goals i.e., inventory and labour.

Let’s Talk About You:

2 to 3 years of leadership experience in a related industry.

Experience working with luxury lifestyle brands in Flagship or high-volume traffic locations

Experience using customer relationship management tools,

Solid understanding of retail math and metrics and using analytics to drive the business.

Guest experience enthusiast with a keen attention to detail, driving performance through internal KPIs.

Is agile and able to quickly change course as needed.

Strong time management and organizational skills with the ability to multi-task in a fast-paced environment.

Ability to stand for long periods of time and flexible to work retail hours including evenings, weekends, and holidays.

Proficiency in another language is an asset.